V2 Rubric Detail — a340d0c8-5f8a-11f1-b…

Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today?

mhm mhm okay yes see alright, so uh, based on what you have described on the light indicators, sir, the parent node shows solid blue, which actually uh means that it's online or it's connected, so it should have internet and then the two child nodes are blinking red, uh-huh.

Which means they got disconnected to the network, which means they got disconnected to the network. Okay. Um, let me just run some verification with you, sir, in order for me to proceed further and look into this matter and provide you some insight or see what I can do to help you with your concern. Um, let me just gather some information about your links, brother, but let's start with your full name. Okay, so that's Daniel Jolie. All right, sir. And how about your email address?

All right, so it's... uh... Juliet 1932 at Comcast dot net. Comcast dot net. All right. Uh, let me also verify your phone number. It's 2483-1-0-9-5-4-1. Oh. Alright, sir. And now can you provide me the model number and the serial number of your Linksys router? Uh... Uh. All right. Uh, we'd appreciate if you can provide me the information that comes from your master node. The serial and the model number. [silence]

Sir, well, you can just provide me the serial number, and I can look for the model number here on my end. All right, let's. Let me just repeat that. It's 2OJ1 OC6872951. All right, sir. Thank you so much for that information. Okay. Okay, let me just fill in all this information to your record, and let me just finish it up. Just a moment.

1 2 3 4 5 And you've mentioned, sir, that you got three nodes, right? Three toes. Okay. Um, sir, I can't seem to find any record of the device that you are, I mean the device using the serial number you've provided me. Can you ensure that you've provided me the exact characters on the serial number? Alright, sir. [silence]

And that's a zero, sir. uh, I can't use that one, sir. Uh, do you mind providing me another serial number? Uh, using the other node. All right, sir. No problem.

Okay. Alright, sir. So, I've already created the record for you here and just to set your expectation, sir, this Linksys router that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one. And also, looking at here, it shows that the warranty of your device had expired way back 2021. So, you had this since 2017, based on here on our record. All right, sir. So, unfortunately, sir, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, uh, we do have an ongoing support through our paid connect service for a one-time fee of $15. But if you don't want to consider or opt in the paid connect service, I can send you an email for the troubleshooting steps.

steps that would help you resolve your issue or um I would also be sending you our wi-fi fix it series guide so it has a quick and easy solutions for common out of warranty issues that many customers find helpful um but for okay sir but for now sir before you proceed with the paid connect we can try you know um doing a sequence reboot first on your network You know, um, let's see if it will uh have your device work but if not then we can proceed with the paid connect service all right

Mmm. I see. But can can you make sure sir that uh you really don't have an internet because your parent node is showing a a solid blue light, which means it's online. Can you check your internet first? Uh huh. Are you connected to the Linksys Wi-Fi? Mmm. I see. That's why you're not connected to the Linksys Wi-Fi. Okay. Can you turn off can you turn off your Wi-Fi and turn it back on?

no, sir. Just uh on your Wi-Fi settings on your phone. yeah, just yeah just disable the uh Wi-Fi and it enable it. then you look for the links. okay. no links its Wi-Fi. All right, sir. Uh we can proceed with the paid connect service. Before anything else, uh let me just set your expectation that by purchasing this service, you agree to a one-time non-refundable technical support session. this would only last up to 60 minutes. So if we are unable to resolve your issue or determine your product is defective, uh there will be no refund or replacement that will be issued. So this paid service is for troubleshooting only and does not include the follow-up sessions. All right sir. Okay, so let me just ready my tool here so that I can process the transaction. ...this service is a go. ... --- [silence] Okay, just a moment. Stay with me, sir, okay? All right, sir. Let's start processing the transaction. But before that, let me just inform you that your credit card information is not stored or recorded in any part of our system.

This ensures that your information remains confidential. Alright. So, Alright, sir. So let's start with your credit card information. Your credit card number. Mhm, okay. And yes, sir, $[REDACTED_PAYMENT_DIGITS] Alright, and just a very,

Sir, the name on your card, the first name is still Daniel. That's G-O-L-I-E-X, T-T-E, right? Yeah, J-U-L-I-E-T. Xiant, hit, sorry, Juliet. Okay, go ahead. ress the invoice uh through your email All right, so I've already sent it to you, sir. Through the email you've provided me. [metal clinking] [clinking] [rings clinking]

All right, sir. Um, we can now proceed with the troubleshooting. Okay. Um, let me just, um, put that timer here. All right. So right now, sir, um, where are your child nodes located? Mhm. Okay, sir. Can we gather all the child nodes near the main router? Oh, uh, can we gather all the child nodes near the parent node so that we can easily add them back to the network?

like unplug them and bring them uh... them on the same row uh... room uh... at at least uh... two feet away from the parent node [silence] that did okay sir [silence] [music] [silence]

Yes, sir. Okay, sir. But, but before you, before you plug them all, sir, we're also going to.

Okay, unplug both your your modem and your router. all of them in the same room. in the same room. don't don't plug it yet. Okay, sir. So also you unplug both your modem and your parent node. So still on the same screen. Yes, sir. Just unplug them and and and let's wait for at least two minutes. Uh-huh. Um, all right, sir. All right. So let's wait for, uh,

So, for at least a minute or two. So, I'll just tell you when we'll be, I mean, when, when we're going to plug in back the modem. So, we're going to plug in the modem first and then uh wait for it to stabilize before we plug in back the main one, main router. Yes, I'll tell you.

[silence] hello, sir. We can now plug in back your modem. Yeah, put your modem first. And then let's wait for it to stabilize. [silence] pretty [silence] pretty [silence] good to hear. Um let's just wait for it. [silence] All right. and open the browser,

So, just tell me if it's already stable, sir, kay, so that we can proceed with a next action. Uh-huh. Oh, okay. All right. [silence] Jesus Christ. Now, Click on CB.

from the left Wi-Fi settings bottom left one where did you even come up yes Wi-Fi is that it sir

Okay, that's good. Alright, we can now proceed and plugging in the parent node. All right. Alright, that's a normal light pattern. Let's wait for it. It would should -- I mean, it should start blinking. No blinks. Ah, see. Okay. So, there is really indeed an issue with this.

no light pattern so it just remained a solid blue all right so since it it just remains all blue sir we're going to reset it okay so to properly reset the parent node you just have to press and hold the reset button for 20 seconds so press and hold it for yeah press and hold the reset button for 20 seconds yes sir yes sir just ensure that you're

... properly pressing it, okay? To make sure that it will... Yeah, you can trade. Okay. Alright, I have a timer here. ... Select the step that is both going up and down. I advise you can now release the reset button. Somewhere below, on it. No changes at all? Okay. So it seems like this specific node isn't working fine. So... ... About this.

Let's try to swap your main router with a child node. Okay, so you plug in. Just unplug your parent node and remove it from the Ethernet cable, swap it with the child node or the other node, uh, plug in the Ethernet cable to the port and plug it to the power source. [silence] Alright, sir, no problem.

alright and let's just wait for the router to reboot let's give it some time is there a light pattern can you observe the light blinking somehow

uh-huh. it's not blinking as well. you've already swap it, right? so. the Ethernet cable. okay. okay, so is it still solid blue? okay. if there is silence or no speech, output only: [silence] it's a solid green. okay, can you try checking sir, if uh the... [silence] okay. oh that's normal, like pattern, sir. uh, that's is that?

Hi, thank you for calling linksys technical support. This is Rio. How can I assist you today?[silence]

Alright, so you can remove or release the reset button. OK. Is there any changes in the light pattern? very dark blue. Alright, let's give it some time. [silence]

Any changes on the light indicator, sir? Just, um, what's the light indicator at the moment? Dark blue. Okay. It didn't blink at all. Can you ensure, sir, that you are properly pressing it? If you have a pen there, you can use,

All right, sir. Thank you for that. All right, sir. All right, sir. You can release. the reset button now. No changes. on the lighting. Light indicator.

okay. still like, um, uh, dark blue. All right. Can you check your phone's Wi-Fi settings and see if the broad, I mean, the Wi-Fi indicated underneath the linksys router is broadcasting? no, sir. Uh, your phone's Wi-Fi settings. yes, sir. uh, you can find, uh, [silence]

a Avelo set up Wi-Fi name on your available networks. it's not there. okay. no problem. all right. so it's also not showing up. okay. um, let's do it on the third child node, I mean, on the third node, sir. let's try to swap it. yes sir. uh, brog, no, no. uh, no need for that one sir. [silence] no need for that one sir.

uh huh uh huh yes sir as long as they have yeah I believe for WHWO three there are just Ethernet port no internet ports so you can choose either of the two uh

All right. [silence] Not actually. Same dark [silence] blue color. Okay. Yeah. Same router that you have right now is uh already showing some um indicator that it's it's this it's you know it's hardware issue. Um anyway um let's uh reset it as well. The same thing we did

Okay. That's flashing red. That's a good indication. At least we know that there's a change in the light. I think that's what's happening. Okay. So let's, um. Okay. Is that the Wi-Fi name you used to name your Linksys router? Okay, let's, let's, uh, reset that, the new parent node, sir. The new child. I mean, new parent node. Yes, sir. Yes, sir. All right. All right Sir, you can release it now. So let's wait for at least two minutes and see if uh there's any changes. [silence}

Any behavior on the light pattern, sir? You can observe, OK, dark blue Let's just wait for it Let's just wait for it.

م expect a [silence] that's a solid red. like a pinkish red [silence] a pinkish red, okay, that's good to hear, sir. It means it's now on setup mode. [silence] okay, um just a moment. So, here's what we're going to do now, sir. Uh so, since it's, um showing pinkish red lights. So, it's showing pinkish red lights, right? [silence] all right. [silence] So, enable setup.

Okay... that's a good indicator sir. It's detecting the new... I mean the that specific node. Okay, so here's what we're going to do now. Um let's uh on the Lynksys router on the parent node, you press the reset button five times within 5 s. Not too fast, not too slow. It's just like you're you're counting normally at the same time you're pressing the reset button each second. All right, sir.

all right, sir, sir, all right, good afternoon any changes on the landing legator yes, please, please

Hello sir, how is it? No changes. Alright, no worries. Do you have a laptop we can use on Router settings? No wages, sir. We can access web user interface without internet. Uh, yeah, but, uh-huh. Sure, sir, no problem. Be right here.

yeah sir pro 68 yeah that would actually better than the current router that you have right now sir yeah sure I would be glad to help you installing the pro 6e instead cuz it seems like yeah sir it's better option than the

So it's a Velo Pro 6E, right? yes that's actually advanced like way advanced cuz before or after the WHW01, we have other devices released or models released before that, MX 6200. alright All right

yes sir, uh uh, and this is the best, [silence] well, um, it would be better if we have the three nodes set up, but we can actually, um, use the first one, I mean, Yes sir, [silence] I can start working with the master. [silence] Yes sir. [silence]

No, sir, I won't suggest that. Yeah. Mhm. So, for that MX 6,200, sir, I believe it has its own internet port where you need to plug in the ethernet cable. So, that's where you're going to plug in. Yeah, the internet.

It was not yet. Okay, sir, and uh, can you also provide me sir the serial number of that uh, specific node? all right. sure, no problem, sir.

uh-huh sure sorry, no problem.

alright, sir. [silence] alright, [silence] sir. [silence] uh that's five eight W 1 0 M two six D 0 0 1 2 8 [silence

0 0 1, 2, 8. all right, thank you so much for that sir. all right. All right, sir. Give it some time to reboot.

a solid blue light, right, a blue light, a green light, a green light, light, that's, USB don't worry about that you want to connect the device and within 10 minutes, you should be able to capture the devices with all right, okay.

[silence]

we perform the five press method again. So you press the reset button on the that node for five times within five seconds. Not too fast, and not too slow, ok? Alright. Alright. So, uh, give it at least two minutes to go online. Uh, the light indicator on that uh, module will show solid white when it's already online. Okay, sir. That's good to hear. Are you're going to add those two other nodes on your system? Okay. Alright, sir. We can now, uh, plug them on to the power source.

and wait for it to turn solid blue light. Yeah, near the pair node, so that we can easily add them. All right, sir. That's good. yeah. So, um, one common issue is that, um, we've told it. Um, yeah, customers are already able to, uh, go. We can just hook them up, uh, with your standard, uh, broadband. Uh, we can set them. Most people have correct now, use that. Um, we can set them up with whatever package you want.

okay All right. give give those child nodes some time to turn solid blue light.. and good thing your parent node is now solid white it means it's now online sir.. oh this is a normal light pattern uh normally it would uh have at least 30 seconds to go into solid red light.. but eventually it will turn back to solid white.

Definitely.

It's it's an indicator that the device is already having another hardware issue or is already defective. But um there's actually still a deeper troubleshooting that can be performed to try to recover it. But still it's not a guarantee that it will work. hard. All right sir. So how's your parent node? Is it now solid white or did it turn solid red? okay. No worries. Sir um let's reset that um node the parent node. mm-hm. Uh the same thing sir. Just press and hold the reset button for 20 seconds. All right.

All right, sir, you can release it now. OK. Can you also check, sir, if the Ethernet cable is properly plugged in, and it's plugged into the right port? OK, that's good. okay, it's a solid blue now? alright we can perform the 5 press method again sir

Can you also bring your laptop sir? so that we can you know manage your router settings right away once we're done. Um configuring this uh parent node. All right. and OK sir. uh man sir let go through more OK uh OK understood. All right just give it some time sir. uh are you okay so the computer now? All right. [silence]

Just a moment. OK, for your for the website, sir, let's wait for the parent node first to go online so that we can connect to the Wi-Fi Yeah, those are the child nodes, the other two. Um, so while waiting on the parent node, sir, how about we reset those child nodes so we can ensure that it will automatically connect to the um, child, I mean, to the parent node. [silence] Yeah.

yes Sir, press. press and hold the reset button for 20 seconds on both the child nodes. both child nodes. uh, however, can you try to put additional there? Uh one forward slash UI. or one forward slash no local. forward slash light am. All right. forward slash index.html. Um the accident. Uh, we also have one um question. [silence]

Yes, that's correct. Mhm. Okay, sir. Like a solid red. Okay, sir. No problem. uh-huh uh-huh For the parent circuit can you ensure that the ethernet cable is properly plugged in at the back of the modem? As well as it to the parent node ensure that the cable is properly plugged in. [silence] That means that this link is now no other clickable there. [silence] Let's just click on it and see. [silence] Let's go. [silence] I mean I'm not sure by the way, what's the name of your sensor? [silence] We had an issue, well it's not an issue, but I think I assumed that we cannot receive flood notes from the app regularly is simple. That's why I asked the for the to send the through email, but then we realized that the test has been really tested. So, we did a test. [silence] [silence] If you can see

I see the name on my report. Uh, the first step I I did is to set up another app while doing this call? Al? Alright. Uh, we've logged into the account. Ok. So I suspect that yeah, I suspected I'll show the note under the account and it's granted alone. Uh, I'm sorry, sir? Send the log without the account. Now the first and second step with the first and second is, uh, can you give me just 3_ And the sir, again, sir, just to just to I'll check, you try it in my router. Hello.

I'm sorry. I'm sorry. Okay, sir. OK, sir. Here's what we're going to do, sir. It seems like the five press method is not working. We're going to use the web user interface. So we're let's reset your parent node again for the last time. Then we're going to access the web user interface and use it to reconfigure your router. Alright, so present all the reset button on your parent node. And then, there it goes. [silence] Thank you. yes sir [silence] alright you're using your laptop at the moment, right? okay. Let's wait for the parent node to go solid blue first. But did you already reset the child nodes?

OK, OK. Uh, Sarah, I'm so sorry. Uh, don't apologize. I didn't want to get back in there. I just feel like to take care of, um, what trough is he using. Yeah, by the way, is that, okay. Um, so, for the second time, knowing he was reset. Um, and then the account, just wasn't. Yeah, um, Sarah, have you tried using like, um, the easy most, um, the router. OK, sir, how, okay. Sir, how is your pair and know, is it back to solid, blue light? OK, sir.

Okay. You look for that on your on your laptop. You look for that Wi-Fi name. I'm sorry. It's Bravo, Alpha, Romeo, Mike. Mm-hmm. Uh, All right, sir. Are you now connected? How many WHD 2.0? I mean, you connect to that Wi-Fi, sir. Okay. Yes, sir.

now connected sir okay no problem sir alright so let's open a browser what browser do you have there on your on your computer Google Chrome okay let's use Google Chrome alright and then on the address bar on the address bar type in type in HTTP sir so HTTP colon slash slash

Sir, um, can you refresh your email? Okay, sir. Mm-hmm, no worries. One, um,

my router dot local yes there an advanced option there okay a click in advance um is there a proceed option okay yes sir

Okay. Can you see it? Two, can you see? Two phones? Like a photo of two phones. All right. Just hit that one twice. How is it? Okay, it's redirecting to a question. Alright. Um, try the router password uh admin all lowercase.

enter admin all lower case admin is the router password yeah yes sir all right right now we have the okay that's good all right so what we're going to do now sir is um for us to configure your router let's go to um let's go to the bottom part on the right side where you can see um how was it on the on the

Yeah. Under those white boxes, you can see highlighted or hyperlinked words like the end user license agreement, terms of service. Can you see that? [silence] [silence] Under those white boxes. [silence] You can see those words like [silence] try to scroll down. Try to scroll down. Under those boxes. Now, under those boxes. On the bottom page.

yes. alright. that line, sir, can you see there a capital letters CA? alright. you click on CA. alright. and then, by clicking that, it will provide you more inform more more settings or options now. let's go to connectivity under router settings VPN okay. and then under connectivity, you can see there

uh CA router setup or CA Veltap okay click on CA router setup okay then tell me what it asked you all right uh yeah sir I was able to receive all the copy of the screenshot thank you so much for this uh appreciation and again sir I uh yes sir uh you create your own SSID and your password thank you so much sir Charles apologize for the very and then under under that um all right nevermind uh just finish uh creating first uh.

[silence] Okay. Uh what's under password there? there should be setup. Yeah, setup node. Yes, sir. Okay. Yes, sir, okay. All right. So you'd probably be disconnected from the Yes, sir, 'cause uh you just changed the Wi-Fi name and password.

Can you make sure that you input the right password?

uh just uh there's an X option there or icon you're you're connectivity right? Well you can just hit okay. all right. all right can you tell me sir what's the network status showing on the white box? oh okay. Uh try to refresh the website.

yes, let me see. Mm-hmm. Okay. All right. So, now is there um, uh, is there a way for you to hook up your modem directly to the Linksys? I mean to the to your computer? This me. Cause it seems like it's uh it seems like it's not picking up, uh, internet from the source. That's why it's not working.

uh, uh, I see mmm, is there a way, like, uh, you can connect to the modem wirelessly? Is it possible or no? Mm hmm. Okay, sometimes, uh, uh, well, considering that you have changed um a router, they may need to um recognize it from their end, you know, for it to be able to pick up, or consider the, the new router, that's uh, sometimes.

Uh happens because uh there's a possibility that the uh registered router there from their end is your old network. So you may also need to advice the internet service provider that you have updated a new router and needs to be recognized from their end. For everybody. Um. Yes, sir. Yes, sir. Okay. Uh, yes, sir. You can um we are still open though uh up until uh 11. Uh h the the the same number sir you're calling right now.

Oh, okay. um, Wait, let me provide you that. Just a moment. All right, sir, um, our hotline is, uh, 800 326-7114. It's Delancer. Uh, the, the

D you? It's D Y L A and sir. Yeah. Uh. No, sir, cuz the call is randomly distributed so you'll probably be routed to one of my colleagues. And also, um, it's actually, um, be on my shift. I'm just finishing the call right now. Yeah, uh, you don't have to worry, sir. I have notated everything here on my end, you know, so for us to really ensure that you have the um, secure internet, secured internet coming from your modem and your modem is recognizing the new router. Uh, I guess the best option for us for now is to call in your internet service provider.

we have already tried multiple ways to reconfigure your main router and it should be online by now considering that we have configured it through the browser the web user interface. Yes sir. You just have to do a power cycle on your device. Plug it from the power source. Wait for at least 30 seconds and then plug it back in. Since it's already configured, it will just automatically go online.

Yes, you just have to inform the Spectrum that you have, yeah, that you have a new router and we have done configuring the router, but it's not picking up the um the new router. Yeah, I mean the internet so they they probably need to adjust something from their end like in order for them to recognize the new router. Mm-hmm. Uh you you wait for their confirmation once they're done and then um you can proceed in power cycling the device and [silence]

Yes. Yes, sir. That's it. And in the event that it still didn't go online, you can always call us back so that we can continue with the troubleshooting and also add those child node waiting to be added to your network. [silence] Yes, sir. But anyway, you can actually use the web user interface. If you can still remember it, there's actually an option there on the same on the same option under CA router set up. So the first yeah, the first time we set it up, it asked you for the SSID and uh router password right? So, since [silence] you uh prefer for Wi-Fi as your connection in your computer, you can always click n the option there and just answer the credentials again. So that we can make sure that [silence] your device re-scans the network and adds the credentials in it.

since we have configured, um, the the uh... the main node or the master node, it will change to uh... it will change to add wireless or add child uh... add wired child node. alright, sir. thank you so much for your understanding and yeah. um, I think um, that would be all for now. just give us a call back right away. if by chance that um, the issue is still the same. alright, sir. alright. you have very much welcome and I appreciate your time, sir. have a great day. alright, bye for now. Take care. [silence]